Failure to provide Proof of a Claim. Failure to Refund.

I ordered items from an international supplier and the package was insured by Aramex as they were the designated courier in the event something happens to the parcel or the items contained therein. Two valuable items were ****** from the package which was also acknowledged by Mr. Ryko Breytenbach from Aramex South Africa (SA). I reported the incident to Aramex SA on 16 October 2020. A claim was allegedly submitted after a failed and unsuccessful investigation. According to Ms. Marina Mynhardt of Aramex SA the claim was successfully processed and the supplier refunded. Ms. Mynhardt now refuses and fails to provide the appropriate documentation that proves her statements of a successful claim and refund, which I require to re-engage the supplier for a refund.

Thus, I have not only paid for an insured parcel and the ****** items, import duties for items I did not receive, but am I now also expected not to be refunded due to a lack of co-operation by Aramex.

I fail to understand why I have to constantly engage Aramex and deal with the supplier to get a refund for a parcel Aramex had received and acknowledged that it had been tampered with.

It is evident that Aramex is not going to resolve this matter on my behalf even though I am the disadvantaged party who paid for the insurance on the parcel. I have done everything that was required and requested by Aramex to institute a claim.

It is very frustrating to follow-up with both Aramex and the supplier just to get an update or no response.

The way in which my complaint has been dealt with is unfair, unacceptable, unprofessional and is taking too much time to be resolved! I would encourage prospective buyers and clients to rather use a more capable and efficient courier service like UPS, DHL, etc.

I need to be refunded for my loss and this matter must be resolved as soon as possible.